Nice Delta Pick-Up!

Lisa and I had three flights yesterday on our way to Charleston, and while the first one didn’t start well, Delta made major service recovery points at MSP.

Our Rochester to MSP flight was scheduled to leave at 6:40 a.m., but when we got on the plane we were informed that the ground crew had somehow damaged one of the armrests the night before and had not reported it. While a fix wasn’t needed, there was the dreaded “we have to fill out the paperwork” announcement.

So at about 7:30 we backed from the gate, but with only a 20-minute flight to MSP, were still in good shape for our 9 a.m. connection to Atlanta. That’s when we heard hat because of the fog, landings in Minneapolis were being modulated and spaced further apart, so we were going to need to wait 30 minutes to take off.

Now we were getting nervous, and that only increased as our wheels finally left the Rochester runway at 8:10. Upon landing in MSP at 8:33 and while we were taxiing, and knowing that we had to go from C12 to G15, I direct tweeted @DeltaAssist asking if they could get the boarding door held open for maybe just 5 extra minutes, since ordinarily the door would close at 8:50. I got a message back asking for my ticket confirmation number, but just as we were exiting the door to the jetway we were surprised to see a helpful, smiling Delta agent holding an iPad with my name on it.

She asked if I had a gate-checked bag, and I spotted it on the cart on the tarmac, so she opened the door and told us to follow. Here’s what happened next:

So we went from one jetway directly to the other, and were in our seats on the ATL flight by 8:48.

I’m pretty sure this had nothing to do with @DeltaAssist; I think it’s more a case of others’ connections being completely blown and the gate agent in MSP knowing that we could still make ours.

For a couple of other examples of Delta service (one that did involve @DeltaAssist) go here and here.

Author: Lee Aase

Married father of six and grandfather of nine, and the Chancellor of SMUG - Social Media University, Global. By day I'm the Director of the Mayo Clinic Social Media Network. Whatever I say here is my personal opinion, and doesn't reflect the positions of my employer.
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